Margo K L, Margo G M
Health Services Association, Baldwinsville, NY 13027.
HMO Pract. 1990 May-Jun;4(3):104-8.
Patient satisfaction surveys are a practical method for studying one aspect of quality of care in an HMO. This report details the use of a patient satisfaction survey for this purpose. The focus is on the instrument chosen and the type of analyses carried out. Despite the interest and potential usefulness of the data obtained, the organizational response to the study can be the rate-limiting factor for using the findings. In general, the method can be used for periodic monitoring and as a valid method for detecting or confirming suspected trouble spots in the system. To be successful, the data must be interpreted in the spirit of a shared commitment to quality care.
患者满意度调查是研究健康维护组织（HMO）医疗质量一个方面的实用方法。本报告详细介绍了为此目的使用的患者满意度调查。重点是所选择的工具以及所进行的分析类型。尽管所获得的数据具有趣味性和潜在用途，但组织对该研究的反应可能是利用研究结果的限速因素。一般来说，该方法可用于定期监测，并且作为检测或确认系统中可疑问题点的有效方法。要取得成功，必须本着对优质护理的共同承诺精神来解读数据。
